Technical Customer Support Engineer, APAC (Weekend Coverage) Remote - APAC

Hercules; Australia; Remote; AUD 60,000 - 120,000; Full time

Benefits offered by this job

Unlimited AI token budget

Take what you need vacation policy

Healthcare, vision, and dental

Daily lunches, dinners and snacks in a

We guarantee you will do the best work

Job summary

Hercules is seeking a Technical Support Engineer to provide weekend coverage (Thursday to Monday) for customers building and scaling their apps. You will help resolve issues in client apps, assist with architecture guidance, and contribute to automations and knowledge base updates.

The role requires a strong TypeScript/React background, solid web app fundamentals, and a proven ability to debug production issues.

Qualifications

• Strong TypeScript and React background.
• Modern web app fundamentals (HTTP, APIs, auth, databases).
• Proven ability to debug production issues (logs, traces, repros).
• Strong systems thinking: scalability, reliability, performance, security basics.
• Excellent written communication (clear, simple, audience specific).
• Prior experience in customer facing roles (sales, support).
• Track record closing 50+ tickets a day.

Responsibilities

• Help resolve issues with customer apps and guide non-technical users.
• Improve our product/platform by updating AI agent and platform after fixes.
• Maintain our knowledge base and public/internal docs.
• Build automations to scale support workflows.
• Handle/resolve platform incidents during weekend hours (Thu–Mon).

Skills

TypeScript

React

web app fundamentals

debug production issues

systems thinking

written communication

customer-facing experience

ticket closure 50+/day

Job description

What are we looking for?

We're hiring a Technical Support Engineer for weekend coverage (Thursday to Monday) to help our top customers successfully build and scale their apps.

What will you do?

• Help resolve issues with customer apps: Our customers are non-technical. When Hercules' AI agent fails them, they are stuck. Your job is to help fully resolve issues for customers in the app whether it is fixing bugs, advising on architecture, helping with integrations and more

• Improve our product/platform: Every time we fix a customer app, you will update our underlying platform or AI agent to make sure the issue never happens again

• Maintain our knowledge base: Keep our public and internal documents up to date, including any known issues

• Build automations: Automate your support workflow so you can theoretically help hundreds of customers a day

• Help handle/resolve platform incidents: Be the first point of call for platform incidents during your working hours. Manage public status and customer communication.

What skills will you have?

• Strong TypeScript and React background

• Modern web app fundamentals (HTTP, APIs, auth, databases)

• Proven ability to debug production issues (logs, traces, repros, minimal test cases)

• Strong systems/architecture thinking (scalability, reliability, performance, security basics)

• Excellent written communication (clear, simple, concise, audience specific)

• Prior experience working in a customer facing role (sales, pre-sales, customer support, etc)

• A track record closing 50+ tickets a day

What timezone will you work?

This role is specifically for people living in Asia, Australia, or the Pacific and/or willing to work standard Sydney hours. This is a weekend coverage role: you'll work Thursday through Monday, including Saturday and Sunday, with Tuesday and Wednesday off. Please apply to our other Technical Customer Support Engineer roles if you're looking for a Monday to Friday schedule.

What’s Hercules’ stack?

• Technologies: TypeScript, React, AI SDK, Postgres, Redis, Clickhouse, Tailwind, IaC (CDK, Terraform), Docker, Otel, Hono, Drizzle ORM, Temporal

• Clouds: Cloudflare, AWS

• AI Models: OpenAI, Anthropic, Google

Will you always be a technical support engineer?

You are welcome to stay as a technical support engineer for as long as you'd like. However, we are open to working with you to transition you to a full time software engineering, pre-sales, or post-sales engineering role after 6-12 months.

What are Hercules’ operating principles?

Hercules’ operating principles guide how we make decisions every day. We take them very seriously. Most of the principles can be learned on the job, however, we do specifically filter for the following principles in our hiring process:

1. We ship. We ship fast, iterate, and correct mistakes quickly. Our bias for action speeds up our learning and delights our customers.

2. We strive for excellence. Doing things well is in our DNA. We have good taste. We get the details right. Our outputs are exceptionally simple and self-serve. We’re proud of our work.

3. We are hungry. We are willing to work hard and break through walls to achieve the outcomes we want. We are willing to operate at any level to get things done.

Is Hercules in-office or remote?

This role is fully remote. You'll work standard Sydney hours on a weekend coverage schedule, from anywhere outside US-sanctioned countries.

What are Hercules’ benefits?

• Unlimited AI token budget

• Take what you need vacation policy

• Healthcare, vision, and dental

• Daily lunches, dinners and snacks in the office

• We guarantee you will do the best work of your career here

What’s the compensation?

$60k-$120k + equity (variable based on seniority, equity, and location)